Home » Problem solving
Category Archives: Problem solving
A good few years ago a senior colleague asked me that very question. It was more of a statement, than a question and it was designed to make me think about how I approached work and perhaps more importantly how others saw me in the workplace. It fits very nicely with another saying, ‘if you want the job done, give it to a busy person’. It seems there are those in the workplace that get the job done and those that don’t. There are those that always say ‘yes’ and others that often say ‘no’. There are those that solve problems and those that don’t. Another saying from a senior manager, ‘don’t bring me problems, just bring me solutions’ sums up the majority of relationships in organisations.
My experience of managers (both middle and upper) has been varied, but unfortunately most have fallen into the category of poor, bordering on awful. Perhaps that colours my judgement, but I do know that I’ve also had some very good managers. The good managers always made me feel like I was working in partnership with them and, yet I knew who was the boss. I always tried to find a solution to a problem but if I couldn’t then the boss knew that it was a problem he or she needed to deal with, they trusted my judgement. Often what appears to be the most trivial of problems can be a show stopper, a good boss knows this. If I said ‘no’ to a piece of work, then the boss negotiated which other piece of work would be set to one side for now. Sometimes everything is a priority, and everything is important, it is for those at the most senior level to make the decisions about what will or will not get done. Making no choice is an abrogation of responsibility, suggesting it is another person’s problem is just as bad if not worse.
Good managers understand how much work people are doing and trust their workers to get on with the job in hand. A good manager knows that even the most menial of tasks takes more time than might be imagined and that things rarely go exactly to plan. There is always an element of redundancy. When someone says ‘no’ to a piece of work they understand that there is a reason for that ‘no’ and rather than simply seeing that person as being difficult or lazy, they listen and seek solutions. More importantly, they take responsibility for the problem, ‘bring me the problem and I’ll help you find the solution’.
As we move into a summer of uncertainty where the ‘new normal’ is an anxious time for most, where the ‘yes’ people are needed more than ever, and the managers need to lead from the front, if you are a manager, what will you response be when your undervalued ‘yes’ person says ‘no’?
I woke up this morning with a feeling of the weight of the world on my shoulders. My problems are insignificant compared to many others, but I did think, wouldn’t it be nice to get off this merry-go-round. Wouldn’t it be nice if I could stop thinking about the injustices in the world and the part I play in them, how the problems might be solved, how best I can do my job online and give all of my students what they need, how best I can deal with tricky relationships at work and do my best for all concerned How I might ensure that my family are looked after and take on significant responsibilities in looking after the interests of an elderly relative whilst ensuring fairness all round. How can I do the right thing and not send myself into bouts of depression?
And as I thought of all of these things I came to an interesting question. Is it better to be ignorant, inept and irresponsible?
If I was ignorant, if I didn’t bother to watch the news, to critique, to engage in discussion, to think about the social world and my place in it. If I was to carry on in blissful ignorance of what is going on around me would I not be happier? If I am not aware of social injustices, then it would be easy to take a stance that what matters is simple, law and order for instance. I could become a Sun reader, more interested in the pictures than the content. The headlines would capture my imagine for a nano second and I could simply agree about how terrible this or that issue is before blissfully moving on to something else. I don’t know what everyone else is complaining about, I’m alright Jack, or should that be Jill, I must stop thinking.
If I was inept, I make a bit of an assumption here that I’m not, I guess others will judge, then that ineptitude would ensure that I wasn’t given any responsibilities, well none that really mattered. Cock things up a few times and suddenly you find that nobody wants to give you the work and nobody really wants to do any work to deal with your ineptitude, and nobody thanks them if they do. In other words, you are ‘quids in’, minimal work and nobody on your back. Couple this with blissful ignorance and life is so much easier.
If I was irresponsible, or at least seen as that, then I wouldn’t be asked to take on responsibility and all of the ramifications that go with it. No longer asked to do something that is important and has significant ramifications if you cock it up. That takes us back to ineptitude, being inept leads to no responsibility, being irresponsible gives the appearance of being inept. If I am blissfully ignorant of what people might think of me or what I might have cocked up, then no need to worry.
The only fly in the ointment here, is that in being educated, I am able to write this blog. I am able to place myself in society and sadly acknowledge my part in it. I pride myself in doing a good job and I don’t shy away from responsibility although I might get there kicking and screaming at myself for the angst and inner turmoil it sometimes creates. Knowledge is powerful, education gives you knowledge and self-awareness. The greater the knowledge the greater the self-awareness, the greater the self-awareness, the greater the thirst for knowledge. Unfortunately, there is nothing blissful to be found there though.
One thing we criminologists know is that it is impossible to prevent crime. Many a great criminologist has tried to theorise why crime occurs (my shelves are full of their books) and whilst almost all have made valuable contributions to our understanding of crime, it is an unfortunate fact that crime continues. But then crime itself is difficult to define and has its basis in time, power, opportunity and social discourses. What is criminal today will not be criminal tomorrow and what is important today will lose its importance tomorrow, in favour of some new or maybe, old, manifestation of that elusive concept we call crime. Perhaps we should we grateful, for in the industry of crime lies mass employment. From criminologists to those that attempt to stem the tide of crime, those that deal with its aftermath and those that report on it or write about it (real or fictional), there is money to be made. If we stopped crime, we would all be out of a job.
Most, if not all of us have at some stage in our lives committed some sort of crime. Most crimes will fortunately be almost inconsequential, maybe a flouting of a law such as driving a car over the speed limit. Other crimes will be more serious and whilst some criminals will be brought to book most are not. The inconsequential crime of driving over the speed limit, albeit perhaps due to a lapse of concentration, can have dire consequences. There is clear evidence that the survival rates of pedestrians struck by cars has a direct correlation with speed. So the inconsequential becomes the consequential, the ephemerality of crime, the reality.
When we think of crime, we often have little concept of its reality. We apply labels and our own rules to that we know and find acceptable. Speeding is not criminal, well not generally, unless it’s a boy racer. Drink driving is a no-no, but we might take it to the alcohol limit when having a drink. Drugs (the criminalised type) are ok, well some are and some aren’t, it all depends on your viewpoint. Drugs (the prescription type) are ok, even if they impair our ability to drive. Alcohol, well that’s absolutely ok, even if the abuse of it leads to more deaths than drugs and the consequences of that misuse has a really significant impact on the NHS. Tax evasion, illegal if you get caught, ok if you don’t. A bit like fraud really, ok if you can get away with it but then maybe not, if the victim is a little old lady or me. Assault, well it depends on the seriousness and the situation and probably the victim. Robbery, not good to go into an off licence with a gun and threaten the shopkeeper, bullying if you take lunch money off the lad outside the school gates.
Criminals don’t walk around with a label that says ‘criminal’ and even if they did, there would have to be a method of bestowing the label in an instance. Nonsense of course, only a fool would suggest such a thing. What about the people that committed a crime but have changed their ways I hear my colleagues ask? What about those that haven’t, or have and then relapse, I reply.
Nothing is black and white; the concept of crime is elusive, as are criminals (both by concept and nature). And yet we happily castigate those that attempt to uphold the law on our behalf and in doing so view crime and criminals as clear concepts. Each has a clear label, each is clearly identifiable, so how can they get it so wrong so many times. Whilst criticising those that attempt, and let’s be quite honest, fail most of the time to stem this tide of crime, perhaps we might also think about the impossibility of the job in hand. That’s not to say that a lot of the criticisms are not justified, nor that things should not change, but if we only examine all that is wrong, we lose sight of reality and only an intransigent fool would continue an argument that sees the problems and solutions as simply black and white.
As I sit in our ensuite, I gaze around with pride remembering how I built this. I built the room structure before plumbing in a toilet, sink and shower. I tiled the walls and laid the flooring. The only thing I didn’t do was plaster the walls, not really my forte and sometimes we have to recognise our own limitations. A few weeks ago though, I wasn’t admiring a job well done; the shower leaked. Nothing drastic, but nonetheless there would be a small pool of water outside of the shower after use. The problem being that the floor wasn’t level, therefore the shower tray wasn’t level, and this left a gap under the shower door. I’d tried to adjust the frame but had taken it to its limit which meant the door was wobbly. I didn’t think much of the mastic job around the shower either, uneven and already starting to lift slightly in places.
The problem is obvious, the floor is not level, I didn’t build the house so that’s someone else’s fault. There’s not enough compensation in the frame to rectify the first problem, poor shower design if you ask me. I can’t think of an excuse for the mastic debacle.
Now I can sit in the ensuite every morning for as long as I like lamenting others’ poor workmanship and poor design, and I did for a while, but it won’t solve the problem.
I decided to try to fix the issue, after all, in the current climate we do have to try to keep ourselves amused. Thinking about this, I really ought to have made a better job of levelling the shower tray in the first place. Too late now though, it’s bonded in place. I decided to move the shower frame away from the wall slightly, this adjustment was enough to stabilise the door, why I didn’t do this in the first place I can’t say, probably too focused on finishing the job, maybe a bit of laziness crept in. The adjustment also meant that the gap below the door was minimised and this solved the leak. I took all the mastic off around the shower tray and started again. A far better finish was achieved.
In deciding to do something about the problem, I stopped seeing it as a problem, stopped blaming others and stopped thinking about my misfortune. I took responsibility for my own poor workmanship, realising that I had failed to take into account the fact the floor wasn’t level.
Sometimes we spend too much time complaining about problems, finding fault in others, that we fail to see where we might have done better. When we fall short, we blame others or blame circumstances, rarely do we consider that we could have done the job better or handled the situation differently. If we start to take responsibility for our own shortcomings, then the world becomes a better place. Putting the ‘I’ back into ‘responsibility’ really is quite empowering. ‘When fate hands us a lemon, let’s try to make a lemonade’ (Carnegie, 1998:185).
Carnegie, D (1998) How to Stop Worrying and Start Living, London: Vermilion